Refund policy

At Itemzena, we want you to be satisfied with your purchase. If you need to return an item or request a refund, please review this policy for information about eligibility, the return process, and refund handling.

1. Return Window

You may request a return within 30 calendar days of receiving your order. Please contact us at [email protected] within the return window and obtain return instructions before sending any item back.

2. Return Eligibility

For returns due to a change of mind, an incorrect purchase, or an item no longer being needed, the following conditions apply:

  • The item must be unused, unopened, and in its original packaging.
  • The item and its accessories must remain complete.
  • You must provide your order number, product information, and reason for the return so we can review your request.

If an item arrives damaged, defective, or incorrect, please contact us as soon as possible with your order information and relevant photos. We will review the circumstances and assist you accordingly.

3. How to Request a Return

Please follow these steps to request a return:

  1. Email us at [email protected].
  2. Provide your order number, the name of the item you wish to return, and the reason for the return.
  3. If the item is damaged, defective, or incorrect, include clear photos showing the issue.
  4. Wait for our customer support team to confirm your request and provide return instructions before shipping the item back.

Please do not send any item back before contacting customer support and receiving return instructions.

4. Return Shipping Costs

  • For returns due to a change of mind, an incorrect purchase, or an item no longer being needed, the customer is responsible for return shipping costs.
  • If an item is verified as damaged, defective, or incorrect due to an issue attributable to us, we will cover reasonable return shipping costs as appropriate.

5. Refund Processing

Once we receive your returned item, we will inspect it to determine whether it meets the return eligibility requirements. If the return is approved, the refund will be issued to your original payment method.

The time required for the refund to appear in your account depends on your payment provider or financial institution. Actual processing times may vary.

6. Items That Do Not Meet Return Requirements

If a returned item does not meet the return conditions outlined in this policy, we may be unable to approve the return or refund. We will communicate with you regarding the situation as appropriate.

7. Product Issues and Order Discrepancies

If you receive an item that is damaged, defective, inconsistent with your order, or otherwise problematic, please contact us as soon as possible. Include your order number, a description of the issue, and relevant photos so we can review the matter and assist you.

8. Contact Us

For return or refund requests and related questions, please contact us using the details below:

CUSTOMER SUPPORT EMAIL: [email protected]

SUPPORT HOURS: Monday–Friday, 9:00 AM–6:00 PM (UTC+8)

Please wait for confirmation and return instructions from our customer support team before sending any item back. Thank you for choosing Itemzena.